Family Dental of San Marcos in San Marcos, California

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• Norm L

  Posted Aug, 27 2019

  My wife and I were looking for a new dentist in July 2015. After three appointments, this dental practice leaves little to be desired, much more to avoid.
  
  After the appointments, we experienced:
  
  1) multiple errors on our two-months-late individual statements, including the omission of received insurance payments and the mis-application of received insurance payments.
  
  2) no timely statements after the initial individual statements. My wife and I regularly requested more recent statements during the next two and a half months before receiving the statements.
  
  3) no duplicate payment refund. This practice received my payment for an initially denied, but later approved, claim and, a week later, also received my dental insurer's payment for the claim. The practice applied the refund to a deductible for a dental procedure done without consent (see below) and other charges. I repeatedly requested a refund for two months.
  
  4) a dental procedure done without consent. I had made an appointment for a 100% insurer-covered procedure; however, the practice performed a different, a higher billed with a deductible, procedure, which I protested. The practice emailed that it cannot perform the 100% insurer-covered procedure as I "no longer qualify" and that the different procedure is "dental insurance policy and not something that we are making up". Contrarily, my dental insurer stated that treatments are up to a patient to determine and to choose, a fundamental patient's right. The practice later waived the deductible.
  
  Frustrated with this practice, my wife and I documented and forwarded the refund issue to the Better Business Bureau and to the District Attorney's Office and all four issues to the California Dental Board in November 2015. The practice mailed a refund check in December 2015. The Dental Board closed its protracted investigation, finding "no evidence of a violation of the Dental Practice Act to substantiate filing formal charges with the Attorney General's Office in pursuit of administrative action against the dentist's license" in May 2016.
  
  In a nutshell, my wife and I can really do WITHOUT this time-consuming hassle, this practice's poor billing and accounting practices and its belief that it knows what is best for its patients without regard to its patients' wishes.

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